Shift Supervisor Western Power

About the Role

In addition to competitive pay, outstanding benefits, free gym membership, and other perks, joining our team connects you with all we have going on in our dynamic community.

The Shift Supervisor is responsible for performing day-to-day front desk job duties while handling elevated customer service needs, including managing complex membership issues, addressing unique or non-routine customer inquiries, and ensuring that all visitors are receiving consistent and positive customer service. This role will manage front of house operations, and will assist with social media, incident reporting, facilities needs, staff training and assessments, and other duties by location.

Job duties include but are not limited to:

This is only a summary of the typical functions of the job, and not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. You may be given other duties and information to follow from your manager as they see fit.

Customer Service & Front Desk Operations

• Set a high standard when performing all regular front desk duties and lead other staff by example
• Ensure that staff are responding in a timely and professional manner to all emails and tickets
• Process complex memberships, handle unique inquiries, and report any anomalies or issues to management or member services team
• Ensure that all side work and additional tasks are being completed by operations staff in a timely manner
• Ensure all scheduled staff (coaches, instructors, desk) arrive on time, are wearing appropriate attire, and take required breaks on time
• Support retail operations: receive inventory, report inventory discrepancies, re-merchandise displays, and provide product recommendations to customers
• Assist in ordering food and beverage, office supplies, janitorial products, etc.
• Keep staff on task and working efficiently as a team
• Debrief the team on the day’s events and create a collaborative game plan
• Delegate tasks as needed based on check in volume and any scheduling anomalies
• Conduct facility walkthroughs to ensure cleanliness, order, and safety
• Be available for or coordinate to cover call-outs

Climbing Education & Events

• Teach various climbing classes such as Intro to Climbing and Intro to Bouldering
• Train new staff members on front desk procedures as well as climbing safety and intro class instruction
• Process all incidents and accident reports
• Staff climbing events such as group ICCs, group bouldering events, and community outreach programs
• Manage bookings for various gym events including youth programs, private lessons, climbing clinics and classes, affinity meetups, and more
• Coordinate setup and cleanup for special events and assist management team with member communications leading up to events
• Serve as day to day support for club and camp coaches

Collaboration with Management

• Attend regular check-ins with management to discuss staff performance, challenges, operational issues, facility needs, incidents, etc.
• Review and process all incident reports, escalating to management when needed
• Create and manage social media content
• Participate in interview panels and hiring process for desk and coaching candidates
• Provide feedback to or discipline desk, coaching, and fitness staff, redirecting behavior if needed
• Coordinate time off with other shift leads to ensure 7 day/ week coverage amongst the team

Skills & Qualifications

• Strong customer service and communication skills
• Ability to teach and engage groups of varying ages and abilities
• Attention to detail and self-motivation
• Comfort with computers and POS systems
• Knowledge of climbing techniques and belay systems preferred (training provided if needed)
• CPR/First Aid certified or willingness to obtain (training provided)
• Ability to lift 30–50 lbs and remain on your feet for extended shifts
• Available regularly during peak hours with the ability to work evenings and weekends

Preferred Skills & Qualifications

• Ability to confidently assess and uphold lead climbing safety standards
• Prior leadership experience

I ndividual compensation decisions are based on a variety of factors, including but not limited to; facility location and type,…